Tips for Mastering Active Listening in Customer Service

Another Great Ag Sales Professionals Celebration today! It's National “Sell More by Listening” Day! Have you ever been told that you should be better listening? Sure, we are all told that we need to be better listeners. Mostly by people who help remind us that we have two ears and one mouth. The problem is that very few advice givers ever tell us how to be a better listener. Well, here are 5 ways: 1.   SLAP your customer! Obviously, I don’t mean to hit them. I mean: o  STOP talking by using any method that works. Short of putting tape over your mouth, use a rubber band on your wrist, or a big note on your notebook reminding yourself to simply stop talking. Silence will not kill you or your sale. o  LISTEN: When you stop talking, listen to your customer by focusing all attention and eye contact on them. Quit looking at the field, the crops, the barn full of animals, etc. Just focus on them and all the body language they are giving off. The most important part of the message your customer is communicating is in their tone and body language. o ASK: ask better questions. Reach out to me if this is something you want help with. o PAUSE: Get better at pausing. After you hear the words and interpret the body language, yell inside your head the word “Pause”. That helps me as pausing doesn’t come naturally to me. In that pause, think about what you just heard and saw from your customer. o Summarize: As a sales call moves along, select key moments to stop and summarize or recap what you heard so far. Get agreement from your customer that you heard everything correctly. Then continue on with your discussion. This step is critical for you when you are presenting your solutions to their problems later on in the sales call. This step will prevent you from solving problems the customer does not have. 2.   Take notes: It shows respect for what they are telling you and your memory is just not that good. 3.   Tell your top customers you want to improve your listening skills: This may sound strange but it’s very effective. Select a few of your best customers and ask, “Hey, we are always trying to improve our ability to listen to customers. Do you feel like we listen to you? What about me, do you feel like I listen to you?” After the person is amazed by your honesty, they will most likely give you great advice. Make sure you write down that advice! 4.  Tell your manager and your peers. This is an easy accountability method to ensure you improve your listening skills. 5.  Pre-call plan by writing down your critical open-ended questions: We are all guilty of not listening because we are thinking of the next thing to say. In a selling situation, most salespeople struggle to keep the conversation going because they are thinking of the next question or comment to say. Good, open-ended questions are better prepared in the pre-call plan timeframe. You are more relaxed and have time to think. Then, write them down so you don’t have to remember them. 

What if the next time you’re in a sales pitch, you zip it? Yep, I said it. Close those lips. 🤐 We're in a world plastered with motivational posters screaming, “Speak up! Be heard!” But I'm here throwing down a challenge—can you win the deal in dead silence? Welcome to the School of Shut-Up-and-Listen! The Art of Silence: Every sales pro talks. Only the brave listen. Active listening means that you’re decoding emotions, understanding concerns and reading between the lines. It’s where you hear the client’s unspoken needs. Golden Pauses: Have you ever noticed how a pause, just a few seconds long, can make someone spill their strategy, budget constraints or real desires? Silence is where the magic happens—it gives others space to reveal more than they intended. The Echo Technique: When you talk, make it count. Echo back what your client just said. “So, what I’m hearing is...” It shows you’re not just waiting your turn to speak; you’re engaged. It builds trust, and in sales, trust is the currency. Don’t we all know a sales guru who landed a massive deal by not pitching at all in the first meeting? They just listened, asked questions and let the client lay all the cards on the table. I imagine that during the second meeting, they tailored the pitch so perfectly to the client’s expressed needs that resistance was futile. Why does this approach work? ✔While your competitors are busy pitching, you’re understanding the client’s pain points to a T. That’s an advantage they won’t see coming. ✔In a world of endless noise, being the person who can appreciate silence stands out. It makes you memorable. ✔High-pressure sales are out; consultative, client-focused approaches are in. Listening reduces the pressure, making your client comfortable enough to open up and eventually sign on. The next time you’re in a negotiation, harness the power of shutting up. The less you talk, the more you learn. #ActiveListening #Sales #CargoMargo

Many may not be listening to what you are really saying? 20 years ago, I was completing modules for my initial coach training. Our assignment was to coach a surrogate student for one hour. Module was Practice Active Listening One hour ONLY asking various types of powerful questions. At first, this was very awkward listening then only asking questions. I distinctly remember that moment shifting from my head to the heart. Discoveries from my first Coachee: * Being in the Moment * The Power in the Pause * Trusting Them Without an Agenda * Being Present With Their Experience The Coachee said, wow, that was an extraordinary experience! What value would you place on a greater connection with your clients, colleagues and family? In the Coaching Context, What Active Listening is Not: - About You - Interrogation - Agenda Driven - Coach Making Statements Desire to be heard? Practice the Art and Skill of Active Listening. Active Listening: * Fosters Empathy * Grows Connection * Expands Capacity * Opens Powerful Discovery * Uncovers the Root of the Situation * Being Fully Present Builds Trust * Creates a Space for Transformation Tips for Effective Active Listening: 1. Discovery to Action 2. Questions from honor 3. Ask Curiosity Questions 4. Avoid Making Statements 5. Call to Actions with Clarity 6. Create Judgement Free Space 7. Listen to Understand not to Agree/Disagree Active listening is a transformative skill that can be learned. Empowering actions can take place through active listening. Active listening will fuel innovation. >> How do you feel when someone is actively listening to you? << + My Purpose is Your Growth! DM me or schedule a 20 minute free coaching consultation to explore your coaching possibilities. > I have had the honor of coaching leaders for 20 years. > I have had over 25 years of being in business. Or visit: www[dot]TRUFORTH[dot]co

I'm astonished by how many entrepreneurs overlook the most impactful tool in their arsenal: The art of listening. In a world where everyone is so eager to speak, you can stand out simply by listening. But it's not just about hearing words — it's about understanding the meaning behind them. Here's how to get better at it: 1. Active engagement: When you're in a conversation, focus entirely on the speaker. Put away your phone, avoid distractions, and make eye contact. 2. Empathy, not ego: Stop trying to impress people with your knowledge, and instead try to understand the other person's perspective. 3. Ask, don't assume: Don't just wait for the pause and start talking. Follow up with questions that show you're actually engaged. 4. Reflect and respond: Instead of having an immediate reaction, make sure you ingest what the person said. Then respond thoughtfully. Remember: In a world of talk-talk-talk, you can stand out by simply opening your ears and being interested in new perspectives. ~~~ If you found this helpful, consider resharing ♻️ and follow me Justin Welsh for more content like this.

🔑🗣️ Letting the Speaker Lead: Keys to Active Listening 🔑🗣️ In today's fast-paced world, many of us need help with truly listening and allowing the speaker to take the lead in conversations. However, we can foster more meaningful and productive interactions by honing our active listening skills and focusing on the right aspects while letting the speaker guide the discussion. Here's what you should prioritize and avoid: 🔹 Avoid being the expert or offering unsolicited advice 🚫 Resist the temptation to position yourself as the expert or provide unsolicited advice immediately. Remember, the purpose of this stage is to create space for the speaker to express themselves fully and without interruption. 🔹 Offer your expertise patiently and after sufficient time ⏳ While sharing your expertise is important, exercise patience and wait until an appropriate moment presents itself. Rushing to provide your insights may hinder the speaker's thought process and inhibit their ability to explore their own solution. Allow them ample time to articulate their problem and potential solutions. 🔹 Give the speaker time and space to express themselves ⌛🌌 Grant the speaker the necessary time and space to articulate their problem and proposed solution. By actively listening and allowing them to share their thoughts without interruption, you create an environment that fosters openness and encourages deeper exploration of their ideas. 🔹 Avoid derailing the speaker with impulsive questions or premature solutions ❌❓💡 Resist the urge to derail the conversation with hasty questions or premature answers. Stay focused on the speaker's narrative and refrain from steering the discussion toward your own agenda. Remember, this is their opportunity to communicate, and your role is facilitating their thoughts and interests. 🔹 Be disciplined in asking clarifying questions to delve deeper into the conversation 📚🔍 Exercise discipline in asking only clarifying questions that deepen understanding of the important aspects of the discussion and the speaker's problem. Focus on parts you don't fully comprehend or any implied elements that require further exploration. By embracing these principles of active listening and allowing the speaker to lead, we create an environment where authentic communication can thrive. Let's strive to be attentive, patient, and disciplined listeners, fostering meaningful dialogue and empowering others to find their own solutions. #ActiveListening #CommunicationSkills #Empowerment #Leadership #thinkchamp Image Source: Midjourney

No one likes to listen to you talk as much as you do. Unless you're Morgan Freeman, I can listen to him talk all day. But that's not the point. The point is to be mindful of your talking vs. listening ratio in customer calls. If you do most of the talking, you miss opportunities to listen and learn. Ask questions centered around learning more, then stop talking. Be comfortable with a bit of silence while letting your customers think about your question (but not too much…it’s a balance). A few additional tips to help get you there: - Practice asking probing questions that prompt thoughtful conversations. - Understand what each persona you serve cares about. - Learn about the use cases and problem statements your solution solves, but always be looking for new use cases you’ve never surfaced! These are all great ways to be ready for active listening and learning. What would you add?

Are you listening to understand...or just to reply? Listening isn't just hearing. It's the cornerstone of leadership. When leaders truly listen, they gain more than information. They earn their team's respect, trust & loyalty. Improve your listening skills with these techniques: 1. The 3 A's of Active Listening: • Attitude: Bring an open mind to every conversation. • Attention: Give the speaker your undivided focus. • Adjustment: Be willing to change your perspective. 2. The SOLER Technique: • Squarely face the person. • Open your posture. • Lean in. • Eye contact is key. • Remain relaxed while listening. 3. Confirm You Understand: • Reflect back what was said in your own words. • Ask the person if you got it right. The best leaders are the best listeners. And it's a skill anyone can learn. Transform your leadership, one conversation at a time. Find this helpful? Repost ♻️ to share the learning. Thanks! And follow Nihar Chhaya, MBA, MCC for daily leadership tips. P.S. What's your go-to tip for active listening?